Service Desk Agent
The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.
Maintains daily communication with the team and hits productivity standards.
Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.
Responds to High and Critical priority tickets/projects according to standard operating procedures.
Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.
Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Monitor and troubleshoot all production networks, servers, applications and services. Evaluate and escalate issues as needed.
Provide remote technical support via a combination of telephone and remote support tools
Take deliveries from vendors, process and scan packing slips.
Communicate (both verbally and in writing) with customers in a formal and professional manner.
Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system.
Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues.
Ensure escalations are handled in a professional, consistent, and relentless manner.
Adhere to the CSC Ops Manual.
High school graduation, or its equivalent
ITSM certification preferred, ITSM foundation training required.
1-2 years of Customer Service and/or Team Lead experience.
Excellent verbal and written communication.
Excellent meeting facilitation skills, including teleconference and web conference.
Excellent project management and time management skills.
Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.
Ability to work creatively and analytically in a problem-solving environment.
Good performance management skills including feedback techniques.
Fluent English language skills required.
Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus
Vacation, Sick, Holiday, and paid leaves
Save on commute
Paid office parking
Medical related discounts
In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by
Team social events, Holiday dinner
Join your colleagues in various sport activities in the area
Eat & Drink
Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge